Customer Success Specialist

Ascertia is a global leader in PKI and high-trust electronic signature solutions. The company designs and develops software products in-house and sells these to a global audience, mainly through a network of local reseller partners. Ascertia has experienced solid revenue growth and is hiring several new team members to drive more sales and continue this growth. This opportunity provides a great platform for the successful candidate to stretch themselves and work with a great team to achieve global success.

A Customer Success Specialist is responsible for post-sales activities with our new customers. You’ll be translating technical information within the business to terms that our customers understand. From resolving technical issues to adding new features to our products and working with the engineering team to implement these. As the first port of call after the initial sales process, you’ll be tasked with making sure that our customers are happy and that the products are working perfectly.

We expect a successful Customer Success Specialist to be able to listen to customer and channel partner concerns, rephrase these concerns and engage with our engineering teams to provide a world-class product by delivering a world-class service. The CSE has a unique role, advocating for the customer and the business at the same time.

This is a technical role, you will probably have hands-on experience of installing operating systems (Windows and Linux), databases and cloud services such as Microsoft Azure. This might be your first role after university or a move into a more technical position following time in Customer Services, we will provide comprehensive training to support your success.

• Supporting successful sales cycle processes
• Supporting the Ascertia Sales team and Ascertia partners to technically qualify and evaluate opportunities, working alongside a Customer Success Manager (CSM) where required
• Working with the Ascertia Sales team and Ascertia partners on tender responses and creating and presenting technical solution proposals with actionable steps, in collaboration with a CSM as directed
• Conducting technical and architectural presentations, whiteboard sessions and product demonstrations
• Acting as the lead for Proof of Concepts (POCs) and solution deployments by providing clear instructions and direction to other Ascertia resources, including the Support Services team in order to deliver successful outcomes and managing customer information notes to ensure engagement and projects are recorded adequately
• Creating, maintaining and improving on Basecamp project templates and using these to drive the successful outcomes of customer projects and POCs
• Leading prospective customers or partners through installations, configurations and providing an overview to prove the solution works as quoted
• Ensuring customer success
• Communicating new release information and ensuring upgrade processes are planned and executed seamlessly
• Directing and assisting the Support team where required with upgrade processes or for other key routine items
• Ensuring that inbound support requests are clearly defined, categorised and prioritised, in collaboration with support teams in other geographies
• Ensuring good response times and close communication while items are being resolved with a problem solving mentality – for high priority customers and partners there may be an occasional requirement to assist the Extended Support team in handling complex issues and need careful nurturing and management
• Providing training as needed to customers and partners (LMS will replace this need)
• Validating, documenting and logging of enhancement requests coming from clients and partners
• Working with appropriate teams to ensure that (a) architecture and deployment guides, (b) training slides and (c) any other useful materials are updated and maintained
• Hosting scheduled calls and remote sessions with key customer and partner accounts to assist and maintain service calls, provide further advice, guidance where needed
• Learning and understanding Ascertia’s products, PKI, and key regulations including EU eIDAS and GDPR

Teamwork, communication, and feedback

• Working inter-dependently with other departments and supporting the wider Ascertia teams where possible
• Identifying product performance and configuration improvement areas and feedback to CTO and Sales
• Providing feedback to Sales and CTO on items that could simplify efforts or help facilitate larger scale product deployments, so that products are developed in a way that makes them easy to install, configure and set up with appropriate resiliency and high availability
• Flexibility is required to work when, where and as required to complete the job with high standards of presentation and written submissions, ensuring customer and partner satisfaction and for ensuring both initial and repeat business. A focus on quality is required.

The role requires excellent self-discipline and timekeeping for appointments since there will be time spent working at home and liaising with other remote Ascertia staff, partners and clients via web-conferencing, VOIP, and emails as required. A friendly, engaging, helpful manner is required.

An appropriate salary for the position will be paid with good bonuses based on personal and company performance. 25 days per year holiday + 3 days at Christmas. The package also includes an 8% Employer and 5% (or more) Employee SIPP pension, private medical cover for individual and any family members and 4x base salary Death in Service insurance. All reasonable business expenses will be fully reimbursed against receipts. Home/remote based with occasional foreign travel expected to see partners/clients and to attend exhibitions or conferences (as a guide - once or twice per month). Normal UK working hours are 09:00 to 17:30 - although flexibility is required since Ascertia deals with partners in multiple time zones.

The focus of the company is the development of high trust PKI products and electronic signature solutions and the sale of these directly and through our partner network that spans the world. Ascertia is recognised brand with a good number of industry leaders recommend or resell Ascertia products. Gartner rates Ascertia very well for our leadership position in providing EU eIDAS compliant signing solutions and our proven global delivery capability. We are a friendly team of people that focus on getting the right relationships with our key partners, customers and colleagues.

Since 2001, Ascertia has been a global leader in delivering high-trust solutions for digital signatures, timestamping, certificate validation, certificate issuance. Ascertia has two strategic products:

• SigningHub (more business focused) delivers a complete signing solution enabling organisations to workflow documents for digital signature approval. When integrated into core business applications or used standalone, SigningHub optimises how internal and external users can review, approve and sign documents at any time on any device. Available as an on-premise product, private cloud service or multi-tenanted public cloud service. www.signinghub.com
• ADSS Server (more technical focused) is an advanced framework product that offers a full range of PKI related services. It is the cryptographic engine that powers SigningHub and includes support for qualified and AATL certificates, central key management, local and remote signing and long-term signature creation and verification. Modular license options exist for CA, RA, OCSP, SCVP, TSA, central signing, local signing, authorised remote signing and long-term archiving. www.ascertia.com